Shanika Biggs

Company Owner @ Cake Kernels

About

As a customer support professional with over six years of experience in SaaS environments, I specialize in delivering exceptional service and driving team success. My journey at Apple Inc. has allowed me to hone my skills in technical troubleshooting, team leadership, and customer relationship management. Leading a team of 12 support agents, I consistently exceeded performance goals and achieved a 96% customer satisfaction rating by fostering collaboration, mentoring team members, and optimizing workflows. I am passionate about empowering customers and streamlining processes. My ability to identify trends, implement innovative solutions, and represent customer needs to cross-functional teams has been instrumental in improving workflows and customer satisfaction. Proficiency in CRM and ticketing systems like Zendesk, Salesforce, and Intercom, has enabled me to provide seamless omnichannel support across email, phone, and chat. I thrive in mission-driven organizations where I can align my expertise with meaningful goals, ensuring every customer interaction builds trust and delivers value. Whether mentoring team members or optimizing systems, I am committed to fostering excellence and driving impactful results. Let’s connect to explore how my skills and passion can contribute to your organization's success!.

Country

United States

City

Raleigh

Industry

Consumer Electronics

Skill

Marketing, Leadership, Customer Service Management, Digital Marketing, Problem Solving, Typing, Customer Interaction, Document Review, Customer Retention, Skilled Multi-tasker, Phone Etiquette, Attention to Detail, Written Communication, Etiquette, Email Etiquette, Customer Experience, Customer Support, Communication, Interpersonal Skills, File Review

Experience

Company Owner

Cake Kernels

2017-9 - Present · 9 yrs 1 mo

Raleigh, North Carolina, United States

Backfill Manager

Apple

2017 - 2025-7 · 8 yrs

Led a team of up to 12 support agents, achieving a 96% customer satisfaction rating and exceeding team performance goals by 10% for three consecutive quarters. Reduced customer wait times by 8% by implementing a new ticketing system and optimizing agent workflows, resulting in a 5% increase in first-call resolution. Mentored and coached support agents on effective communication and problem-solving techniques, driving a 15% improvement in first-call resolution rates and a 3% reduction in escalated tickets. Conducted weekly 1:1 reviews and performance assessments, providing actionable feedback that boosted agent productivity by 12%. Served as the supporting manager during leaves or absences, ensuring consistent team operations and performance.

Senior Advisor

Apple

2013 - 2025-7 · 12 yrs

● Provided expert support to Tier 1 (T1) advisors and customers, handling and multitasking across 3 or more chat sessions to resolve complex technical issues. ● Improved technical troubleshooting by mentoring and training junior advisors, which significantly decreased case resolution time. ● Contributed to fraud prevention efforts by implementing advanced detection strategies, enhancing customer security. ● Facilitated better collaboration between customer support and engineering teams by initiating regular feedback sessions, leading to more efficient problem-solving. ● Developed and implemented best practices for handling multiple chats simultaneously, improving overall productivity.

Senior Content Moderator

Apple

2019 - 2022 · 3 yrs

Reviewed and moderated user-generated content, including comments and reviews on Apple News and the App Store, ensuring compliance with company guidelines and community standards. Investigated and resolved disputes or inquiries from developers, validating reviews to maintain authenticity and eliminate spam or fraudulent content. Collaborated with cross-functional teams to address escalations and provide actionable feedback for improving content moderation policies. Maintained a high level of accuracy and consistency while managing a high volume of reviews, contributing to a trustworthy and engaging platform experience.

Chat Advisor

Apple

2012 - 2013 · 1 yr

United States

Enhanced customer retention by providing timely and effective technical support for iTunes and Apple Music, addressing issues that could lead to subscription cancellations. ● Partnered with engineering teams to provide detailed user feedback, contributing to software improvements. ● Improved team consistency by developing and sharing best practices for technical support, leading to a more unified customer experience. ● Streamlined customer support processes by analyzing consumer behavior data and implementing effective strategies.